One of the challenges of doing many, smaller projects is that service calls can become a large drain on profitability. Even with fewer, larger jobs, the more complex a job gets, the more visits are required to service it.
Just a few months ago, we installed a small six-zone NuVo music system and a few URC remotes for a client. At the time, it was a straightforward job, but it already begun draining the profits we made. First, the clients pushed one zone too hard and blew one of the amps on the music system, requiring two return visits (one to diagnose the program and one to install the replacement part). We also have returned a couple of times due to RF interference with the remote base station.
To help maintain profits when service calls arise, we have clearly set expectations upfront and early on in the process with our customers. They know when they will incur a service fee and when they won’t. That way, there is less likely to be pushback or consternation when we bill a client for a call. We have put a five-prong strategy in place to make sure communications are clear and expectations are appropriately managed…
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